Head of Pooled Customer Success - Scale Value

BlueCat Networks; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

BlueCat Networks seeks a Manager of our Pooled Customer Success team to lead a group of 4 to 7 pooled CSMs managing a shared portfolio. You’ll design scalable plays, optimize coverage, and ensure consistent value delivery at scale.

This role blends hands-on coaching with operational leadership, focusing on renewals, risk reviews, and high-velocity customer interactions to protect retention and drive adoption in a dynamic, high-volume environment.

Qualifications

• Experience leading a CSM team.
• Proven ability to design scalable plays for a pooled portfolio.
• Strong communication and collaboration across teams.

Responsibilities

• Lead, coach, and develop a team of 4–7 pooled CSMs across a shared portfolio.
• Manage workload, queue coverage, and capacity so no customer segment is unattended.
• Conduct portfolio reviews, renewal and risk reviews, and performance check-ins.
• Coach CSMs on rapid discovery and high-quality, value-driven conversations.
• Build a culture of accountability, collaboration, and continuous improvement.
• Hire, onboard, and develop CSM talent for a fast-moving, high-volume environment.
• Operationalize the Customer Value Framework through standardized plays.

Skills

Team leadership

Customer success

Coaching

Portfolio management

Job description

BlueCat Networks seeks a Manager of our Pooled Customer Success team to lead a group of 4 to 7 pooled CSMs managing a shared portfolio. You’ll design scalable plays, optimize coverage, and ensure consistent value delivery at scale.

This role blends hands-on coaching with operational leadership, focusing on renewals, risk reviews, and high-velocity customer interactions to protect retention and drive adoption in a dynamic, high-volume environment.